Kosha Technohub

Technical Support Engineer

Employment Type: Full Time

  • A Technical Support Engineer is responsible for providing technical support to clients in person and remotely. Giving such assistance means that it’s all about solving problems from the moment they call the customer service line until the caller’s issues are resolved.

Technical Support Engineer responsibilities include:

  • Taking ownership of customer issues reported and seeing problems through to resolution

  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

  • Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues

  • Research and identify solutions to software and hardware issues

  • Maintain jovial relationships with clients

  • Document technical knowledge in the form of notes and manuals

  • Prepare accurate and timely reports

  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting

  • Prioritize and manage several open issues at one time

  • Ensure all issues are properly logged

  • Refer to internal database or external resources to provide accurate tech solutions

  • Provide prompt and accurate feedback to customers

  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

  • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue

  • Track computer system issues through to resolution, within agreed time limits

  • Ask customers targeted questions to quickly understand the root of the problem

  • Diagnose and troubleshoot technical issues, including account setup and network configuration

Requirements and skills:

  • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
  • Hands-on experience with Windows/Linux/Mac OS environments
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and troubleshoot basic technical issues
  • Familiarity with remote desktop applications and help desk software
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • BS degree in Information Technology, Computer Science or relevant field
  • Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus